Anyone who thinks they watched Pirates of the Caribbean for free, check your bill!

ian1969uk · 20-02-2007, 14:10

Got my bill this morning and noticed that, despite the V+ menu stating that HD Pirates of the Caribbean was free, I had in fact been charged Â£4.50 for it. I have phoned customer services and they have agreed to credit this amount to my account, but he spoke to me like it was my fault and that I shouldn't have thought it was free.

I pointed out that if the V+ said free, I would assume it's free. Incredibly, he then said that if something says it's free, I should ring them to check it actually is free before I watch it. I did say that surely the pricing on the box should be correct and I should be able to trust it, but he said if anything in future stated it was free, and I was charged for it, I would get no refund as he was noting on my account that he had advised me to ring and check.

Bloody ridiculous!!

raefil · 20-02-2007, 14:22

hmm Im sure that trading standards might look at this somewhat differantly.

McMav · 20-02-2007, 14:28

I see the Virgin brand has already improved CS then

drouthy · 20-02-2007, 17:06

Same thing here - third month in a row I've been charged for something twice. First and second month charged for EVERYTHING twice (including premium channels) this month just charged for for XL TV twice!...looks like the millions invested in customer service is having an effect, eh?

Also charged for 'Pirates' which was listed as free. One call and all was sorted. The CS person who is urging people to phone up and check if it IS, in fact, free don't know the law of the land...

indie1982 · 21-02-2007, 17:08

Didn't see this thread at first, i just got my bill and i'd been charged for it twice too. The woman I spoke to said she would refund it this time as goodwill. I said hang on, it was down as free!

She said no one else had called in to say they had been charged (i'm so glad she knows every issue every customer calls in about) so I just agreed to the refund and said my goodbye's.

She basically called me a liar when i said it was on the screen as free, she called it a fault and for me to not buy the film twice in future. I obviously wouldn't if i was being charged for it!

So, the 11th month running and my NTL/Virgin Bill is incorrect again :P

Maybe next month it'll be right...

rdhw · 22-02-2007, 10:13

I can confirm the same thing has happened to me. On the first night of Virgin Media, the Da Vinci Code was listed as "Free" in the High-Def category of On Demand Films. I watched it on the basis that it was free, and subsequently received a bill for Â£4.50.

ian1969uk · 19-03-2007, 14:46

Just an update, I sent a letter of complaint to Virgin about the attitide of the customer services rep and the fact I was made to feel that their error was my fault. Received a letter back this morning apologising and saying they have credited my account with Â£18 so I can 'watch some films for free'.

That's more like it VM.

Jules · 19-03-2007, 14:59

Way to go VM nice to see that they are listening to the customer

ahardie · 19-03-2007, 15:15

Has anybody else been billed for 'pirates' then or have VM now admitted they were to blame and corrected their billing? My bill should arrive any day now and I'm wondering if I still might get billed for it. To be honest I was just going to pay up as I enjoyed watching the film and I feel VM need all the help they can get at the moment

. I also watched about five minutes of 'the da vinci code' though and there's no way I'm going to pay for that as it was also listed as free.

SlackDad · 19-03-2007, 18:59

I was also billed Â£4.50 for Pirates of the Caribbean and to be honest since upgrading to the VIP package I cannot make any sense of my bill whatsoever and am totally fed up with calling VM to sort it out. However, strangely I also noticed that I had an 'Additional V box Upgrade Bonus' credit of Â£4.50. Maybe it is billed and then credited back in this really clear manner? I don't know and have given up caring.